Multiple choice technology

SLA clock run for Pending Tickets?

  1. True

  2. False
Reveal answer Fill a bubble to check yourself
B Correct answer
Explanation

In IT Service Management, when a ticket status changes to 'Pending' (awaiting customer input or third-party action), the SLA clock is paused. The clock only runs when the ticket is actively being worked on by the service team. This prevents the service provider from being penalized for waiting periods outside their control.

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